This article from David Burnie’s company blog identifies the value of the contact centre, and how it helps to prevent customer attrition.
The contact centre is a necessity for any mid-large size organization. It is where customer inquiries are handled across multiple channels, such as the phone, email or live chat. It is a bustling place of energy, activity and collaboration and often a starting point for many who want to forge a career in corporate.
When built and supported the right way, the contact centre can be a highly engaging and interactive environment. Palpable energy can be felt if you were to walk the floor and observe employees in action. It is a place of discovery, learning and, most importantly, the hub of customer information. No other place in a company can provide the same insights regarding how customers are feeling.
Points covered in this article include:
- Why contact centres are undervalued
- How to prevent employee and customer attrition
- How to leverage the full value of the contact centre
Read the full article, The Value of Contact Centres, on the Burnie Group website.
